December 2-3, 2025 l Free CX Network Webinar Series
Day Two
10:00 am - 10:30 am
EST
How AI is enabling the hyperpersonalized CX of the future
Seshendra Balla -
Senior Manager, Data & Machine Learning,
Comcast
Broadband and cable providers serve millions of customers with diverse needs (and technical setups). Meeting those expectations consistently and efficiently is no small feat — and it’s here that AI is transforming how the industry delivers and supports its services.
In this session, Seshendra Balla, Senior Manager, Data and Machine Learning at Comcast will share his experiences using large language models (LLMs), retrieval-augmented generation (RAG), and predictive analytics to create hyperpersonalized CX at scale. In this session, we will discuss how AI can achieve fewer IVR calls, faster resolution times and more relevant customer interactions with onboarding chatbots that recognize devices and can guide users through setup and a customer scoring models that help service agents anticipate customer needs and identify tailored offers.
Attendees will learn:
- How to identify and prioritize high-impact AI use cases that solve real CX challenges.
- What it takes to operationalize personalization at scale using LLMs and customer data.
- How predictive scoring and AI-driven insights can empower human agents to deliver more relevant, empathetic service.
10:30 am - 11:00 am
EST
Preventing shadow AI use: Building safe, transparent and scalable practices
The rise of generative AI has brought huge opportunities for CX but also hidden organizational risks. PEX Network research found that less than half of businesses currently have an AI governance policy and, increasingly, employees are experimenting with unapproved AI tools to speed up tasks or even solve customer problems, often without visibility from IT or compliance departments. This “shadow AI” can put sensitive customer and company data at risk, undermining trust and creating inconsistent experiences.
For CX leaders, preventing shadow AI use isn’t about stifling innovation, it’s about giving teams the right tools to succeed while protecting customer data, security and ultimately brand image. This requires collaborating with compliance and IT functions and, critically, training teams on safe and appropriate AI use.
This session will explore how organizations can foster responsible AI adoption in CX operations, ensuring innovation happens within secure, scalable frameworks.
Attendees will learn:
- The risks and hidden costs of shadow AI use in customer-facing functions.
- How to build governance models and guardrails for CX teams without blocking innovation.
- Strategies for choosing and enabling safe, secure AI tools that empower employees while protecting customers.
11:00 am - 11:30 am
EST
Generative AI for agent assist: Empowering the next-gen workforce
One of the most promising generative AI use cases is in agent assist, where AI doesn’t replace human agents but augments their capabilities. Generative AI Copilots can tailor responses in real time and surface knowledge base content instantly, as well as analyzing customer sentiment and intent in real time. These features can dramatically reduce handling times while increasing both agent confidence and customer satisfaction.
Deploying generative AI for agent assist, however, is not without its challenges. Leaders must address accuracy and data security concerns; choosing the right vendor is the paramount. CX leaders must also deploy change management, while ensuring that agents feel empowered rather than threatened by the technology. When implemented thoughtfully, agent assist tools help frontline staff to work more efficiently and focus on human connection.
In this session, we’ll dive into the use cases for generative AI as agent assist, outlining a framework for vendor selection and evaluating the best methods of change management to ensure smooth adoption.
Attendees will learn:
- Key use cases for generative AI in augmenting live agents from suggested responses to real-time coaching and sentiment analysis.
- The tools and platforms enabling agent assist, and how to choose between them.
- Strategies for change management: Ensuring adoption, building trust and measuring impact on CX and EX.
11:30 am - 12:00 pm
EST
What does AI mean for the future of risk detection and management?
Manav Kapoor -
Sr. Product Manager - Technical | WW Selling Partner Trust and Store Integrity,
Amazon
AI is fundamentally transforming how organizations detect risk and prevent fraud at scale. In high-stakes digital ecosystems - where customers include buyers, sellers, partners, and the platform itself - balancing security, precision, and fairness in automated decisions has become one of the defining CX challenges of this decade.
In this session, we'll be joined by Manav Kapoor, Senior Technical Product Lead for Selling Partner Trust & Store Integrity at Amazon, as he explores how trust and integrity are being rebuilt through advanced AI and machine learning, from fraud detection and identity verification to dispute resolution and enforcement. Manav will share how leading organizations are evolving from predictive ML models to generative, agentic systems that can explain, justify, and adapt their decisions in real time. This shift doesn't just improve accuracy, it humanizes the experience for legitimate users while proactively identifying and neutralizing threats from bad actors.
Attendees will learn:
- How AI-driven Risk management systems are reshaping customer experience in complex digital ecosystems—and what that means for fairness, transparency, and responsible AI.
- The evolution from static ML models to agentic AI that can interpret context, explain decisions, and take autonomous action with human-in-the-loop governance.
- How to architect dispute resolution and enforcement processes that protect customers, businesses, and brand integrity without compromising trust or creating friction.
- Best practices for A/B testing risk prevention mechanisms to continuously optimize detection effectiveness while preserving seamless experiences for legitimate users.
Manav Kapoor
Sr. Product Manager - Technical | WW Selling Partner Trust and Store IntegrityAmazon
